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Customer delight in a retail context: investigating delightful and terrible shopping experiences

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  • Arnold, Mark J.
  • Reynolds, Kristy E.
  • Ponder, Nicole
  • Lueg, Jason E.

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  • Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
  • Handle: RePEc:eee:jbrese:v:58:y:2005:i:8:p:1132-1145
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    References listed on IDEAS

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    1. Machleit, Karen A. & Eroglu, Sevgin A., 2000. "Describing and Measuring Emotional Response to Shopping Experience," Journal of Business Research, Elsevier, vol. 49(2), pages 101-111, August.
    2. Folkes, Valerie S, 1988. " The Availability Heuristic and Perceived Risk," Journal of Consumer Research, Oxford University Press, vol. 15(1), pages 13-23, June.
    3. Oliver, Richard L. & Winer, Russell S., 1987. "A framework for the formation and structure of consumer expectations: Review and propositions," Journal of Economic Psychology, Elsevier, vol. 8(4), pages 469-499, December.
    4. Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
    5. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. " The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Oxford University Press, vol. 9(2), pages 132-140, September.
    6. Mano, Haim & Oliver, Richard L, 1993. " Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 451-466, December.
    7. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    8. Richins, Marsha L, 1997. " Measuring Emotions in the Consumption Experience," Journal of Consumer Research, Oxford University Press, vol. 24(2), pages 127-146, September.
    9. Westbrook, Robert A & Oliver, Richard L, 1991. " The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Oxford University Press, vol. 18(1), pages 84-91, June.
    10. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
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    Cited by:

    1. repec:eee:ecolec:v:141:y:2017:i:c:p:106-118 is not listed on IDEAS
    2. Izquierdo, Segismundo S. & Izquierdo, Luis R., 2007. "The impact of quality uncertainty without asymmetric information on market efficiency," Journal of Business Research, Elsevier, vol. 60(8), pages 858-867, August.
    3. Collier, Joel E. & Barnes, Donald C., 2015. "Self-service delight: Exploring the hedonic aspects of self-service," Journal of Business Research, Elsevier, vol. 68(5), pages 986-993.
    4. Bock, Dora E. & Mangus, Stephanie M. & Folse, Judith Anne Garretson, 2016. "The road to customer loyalty paved with service customization," Journal of Business Research, Elsevier, vol. 69(10), pages 3923-3932.
    5. Pons, Frank & Giroux, Marilyn & Mourali, Mehdi & Zins, Michel, 2016. "The relationship between density perceptions and satisfaction in the retail setting: Mediation and moderation effects," Journal of Business Research, Elsevier, vol. 69(2), pages 1000-1007.
    6. repec:eee:joreco:v:24:y:2015:i:c:p:70-78 is not listed on IDEAS
    7. Lang, Åsa, 2012. "City Retailers’ Perceptions of Competition: A Choice Experiment," HUI Working Papers 58, HUI Research.
    8. repec:eee:joreco:v:19:y:2012:i:4:p:445-456 is not listed on IDEAS
    9. repec:eee:jbrese:v:84:y:2018:i:c:p:150-161 is not listed on IDEAS
    10. Krush, Michael T. & Pennington, Julia R. & Fowler, Aubrey R. & Mittelstaedt, John D., 2015. "Positive marketing: A new theoretical prototype of sharing in an online community," Journal of Business Research, Elsevier, vol. 68(12), pages 2503-2512.
    11. Elias-Almeida Anabela & Miranda Francisco Javier & Almeida Paulo, 2016. "Customer delight: perception of hotel spa consumers," European Journal of Tourism, Hospitality and Recreation, De Gruyter Open, vol. 7(1), pages 13-20, May.
    12. Leo, Cheryl & Russell-Bennett, Rebekah, 2014. "Developing a multidimensional scale of customer-oriented deviance (COD)," Journal of Business Research, Elsevier, vol. 67(6), pages 1218-1225.
    13. Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2013. "A cross-cultural application of the Affective Response to Consumption scale: Investigating US-American and Austrian passengers on long-haul flights," Journal of Business Research, Elsevier, vol. 66(6), pages 765-770.
    14. repec:eee:tefoso:v:124:y:2017:i:c:p:320-331 is not listed on IDEAS
    15. repec:eee:joreco:v:17:y:2010:i:5:p:333-339 is not listed on IDEAS
    16. Beverland, Michael & Lim, Elison Ai Ching & Morrison, Michael & Terziovski, Mile, 2006. "In-store music and consumer-brand relationships: Relational transformation following experiences of (mis)fit," Journal of Business Research, Elsevier, vol. 59(9), pages 982-989, September.
    17. repec:eee:jouret:v:89:y:2013:i:3:p:301-314 is not listed on IDEAS
    18. Puccinelli, Nancy M. & Deshpande, Rohit & Isen, Alice M., 2007. "Should I stay or should I go? Mood congruity, self-monitoring and retail context preference," Journal of Business Research, Elsevier, vol. 60(6), pages 640-648, June.
    19. Joško Brakus, J. & Schmitt, Bernd H. & Zhang, Shi, 2014. "Experiential product attributes and preferences for new products: The role of processing fluency," Journal of Business Research, Elsevier, vol. 67(11), pages 2291-2298.
    20. Zhou, Joyce Xin & Arnold, Mark J. & Pereira, Arun & Yu, Jun, 2010. "Chinese consumer decision-making styles: A comparison between the coastal and inland regions," Journal of Business Research, Elsevier, vol. 63(1), pages 45-51, January.
    21. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
    22. repec:eee:joreco:v:21:y:2014:i:3:p:314-326 is not listed on IDEAS
    23. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    24. Lim, Junsang & Beatty, Sharon E., 2011. "Factors affecting couples' decisions to jointly shop," Journal of Business Research, Elsevier, vol. 64(7), pages 774-781, July.

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